Sr. Manager, Operational Excellence

Sr. Manager, Operational Excellence page is loaded## Sr. Manager, Operational Excellence locations:
CAN, AB, Banff, Banff Office:
CAN, AB, Calgary, Calgary Office:
USA, MT, Columbia Falls, Glacier Park Collection Support Offices:
CAN, AB, Jasper, Chateau Jasper:
USA, AK, Anchorage, Alaska Collection Support Officestime type:
Full time posted on:
Posted 5 Days Agojob requisition :
JR100523

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world-class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience.

What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

The Senior Manager, Operational Excellence plays a critical role in managing Pursuit’s Hospitality Excellence department by designing, governing, and sustaining best-in-class operating practices. This role ensures that our enterprise-wide hospitality businesses—across attractions, lodging, transportation, F&B, and retail—deliver unforgettable hospitality experiences with consistency, care, and excellence.

Through leadership in quality assurance, process improvement, and training integration, this role drives both the guest and team member experience forward, ensuring Pursuit’s promise to Go Beyond is delivered at every touchpoint.

The ideal candidate is a strategic, data-driven hospitality leader with a passion for operational consistency and guest experience. This position reports directly to the Vice President, Hospitality Excellence.
** Our Mission is to connect guests and staff to iconic places through unforgettable, inspiring experiences.
*** Act as a strategic partner to executive leadership, aligning operational priorities with Pursuit’s business goals and guest experience vision
* Lead the development, implementation, and continuous improvement of Pursuit’s operational excellence frameworks across the enterprise.
* Partner with business leaders to identify operational gaps, streamline processes, and drive measurable improvements in service and efficiency across all areas.
* Collaborate across geographies with cross-functional groups ensuring to find the best ways and delivering on world-class operating procedures.
* Consolidate and analyze guest feedback, reviews, and audit results to identify trends, priorities and guide enterprise-wide opportunities for improvements.
* Provide leadership and coaching to managers and supervisors, embedding accountability and operational excellence into daily practices.
* Support seasonal ramp-ups, new openings, and transitions through operational readiness planning, audits, and on-the-ground support.
* Build cultural alignment and stakeholder buy-in by fostering strong relationships with leaders and teams across the business.
* Create and maintain enterprise reporting systems, scorecards, and dashboards to communicate results to senior leadership. Create and maintain enterprise reporting systems, scorecards and dashboards to measure performance and communicate results to senior leadership.
* Champion change management efforts that enable smooth adoption of new systems and standards.
* Mentor, coach and develop emerging leaders in operational excellence principles, cultivating a culture of curiosity, collaboration, and continuous improvement
** Required

Skills & Qualifications
*** Bachelor’s degree in hospitality management, business, or related field (or equivalent experience).
* 7–10 years of experience in multi-site hospitality operations, QA, or service excellence leadership.
* Proven track record of designing and leading operational systems that improve both guest satisfaction and efficiency.
* Strong background in quality assurance, audits, and process improvement.
* Exceptional leadership and coaching skills with the ability to influence across diverse teams and geographies.
* Analytical…